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  1. #1

    Helpdesk software - Perldesk v Kayako v SupportTrio

    I'm looking for a good helpdesk solution for our company that can be used by our sales and support team. The main features I am looking for is email management. For example, currently our sales emails go to 3 people in the company, and they always have to coordinate with each other to make sure who responds to what. It would be great to have one central location where all customer emails get stored, and hence a helpdesk solution is what I'm hunting for!

    As for features, to be honest, initially I imagine it being used solely for the client side, and the users won't see the actual helpdesk interface (ie, they'd send their requests to an email address and just reply to that email. they wouldn't see the web interface). In the future, we may end up using the Knowledge Base features of the helpdesk clients, which means we'll have to open up that part, but that isn't a 100% requirement, so I'm open to suggestions!

    One important thing:
    the ability to to customize the auto responses (or disable them) based on which department the email is sent to would be great.

    I've looked at perldesk, kayako and support trio. I've heard a lot about Kayako here, and it looks great, but one thing that really urks me is how difficult it is to edit the text in emails that go out (the manage phrases interface is far from intuitive). Perldesk looks great from the online demo, but unfortunately it doesn't have a free trial I can fiddle around with. SupportTrio is looking good right now, but I don't know much about it.

    Does anyone have any other suggestions, or care to share some experiences with the above?

  2. #2
    I suggest you use Kayako, it is a great script. But you do have to kind of figure out who is going to answer what unless you have it automatically assign it to someone. It is very easy to edit the email templates with Kayako.
    Victor Liu
    PrimaryVPS- Reliable U.S. VPS Hosting
    www.primaryvps.com

  3. #3
    Probably you may try looking for SmarterTickets
    Tweakservers : Authorised Reseller of SmarterMail | SmarterStats | SmarterStats | Mailenable

  4. #4
    Join Date
    Aug 2006
    Location
    Mumbai, India
    Posts
    94
    Editing email templates is not that difficult. Basic PHP knowledge will help you work around much faster. Your email limited requirements (autoresponder per department) can be fulfilled in Kayako.
    Specialists in Kayako Applications - Implementation, Development, Customizations & Premium Support
    Website: http://www.supportskins.com | Twitter: @supportskins | Facebook: supportskins

  5. #5
    Join Date
    Jan 2004
    Location
    Kansas City
    Posts
    66
    Kayako hands down! Very impressive script, and makes support so much more organized.

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